Application Support Analyst

Job Summary: 
Under general supervision, IT Application Support Analyst will monitor website and warehouse systems to ensure proper operation. Perform a variety of maintenance, end-user support and training tasks to ensure efficient processing of customer orders.  Provide support to staff on all company-supported software and applications, including 3rd party applications and in-house developed applications.  Trouble shoot and resolve customer order exceptions. Complete application project-based work. Perform responsibilities in accordance with all company standards, policies and procedures.

Job Expectations:
  • Monitor website and warehouse systems WMS / WCS
  • Analyze, troubleshoot, and document user support tickets, and drive them to closure in a timely manner in the helpdesk system
  • Work with warehouse and customer services staffs to correct any customer order issues
  • Work directly with software development team to ensure quick resolutions to software issues
  • Identify system exceptions to identify software bugs and work with developers to provide a permanent solution
  • Generate data reports requested by business stakeholders
  • Maintain confidentiality with regard to the information being processed, stored or accessed by the end-users on the network

Knowledge, Skills and Abilities:
  • Ability to communicate technical information to nontechnical personnel
  • Ability to track and diagnose customer order issues
  • Ability to identify and resolve computer system malfunctions and operations problems.
  • Skill in organizing resources and establishing priorities.
  • Excellent verbal and written communication skills
  • Ability to learn and support new systems and applications

Equipment Knowledge:
  • Six months experience working with Microsoft SQL Server databases and run queries
  • Knowledge of computer and/or network systems, applications, procedures and techniques

Experience Requirements:
Generally requires a minimum of one (1) year of warehouse and/or e-commerce IT experience. Experience in software development highly preferred.

Education Requirements:
Associates Degree in Computer Information Systems or related field preferred or combination of education and equivalent work experience.


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